Supervisor Job Management

May include, in addition to;

• Assist team in de-escalating a client complaint via phone or email, through data collection and problem solving, and working toward an appropriate resolution
• Respond to correspondence via phone and email as required per policies and procedures, may include communicate from direct reports, clients, contractors, or internal colleagues
• Coordinate and provide new hire training, as well as ongoing team training and coaching as needed
• Responsible for personnel items, including but not limited to hiring, terminating, scheduling, approving timecards, hosting 1:1 meeting, hosting team meetings, tracking disciplinary items, and working on professional development items with team
• Work across departments, especially Bid Desk, Order Management, Contractor Network and Development, and Technical and Quality Assurance teams to build rapport across teams, develop and implement new process, and problem solve for escalated matters.
• Monitor daily, weekly, and monthly KPI and Metric reports by employee, client, and status; address and speak to volume, SLA, and performance trends as assigned
• Motivate team to ensure that the level of service is maintained
• Consult with internal technical experts, when necessary, and assure executive authorization is provided for material expenditures.
• Approve funds allowed for concessions as needed.
• Ensure all escalated calls or emails to senior management is handled and communicated appropriately.
• Maintain an A+ rating with the BBB.
• Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management.
• Participate in additional projects/activities to support on going business needs

Nature & Scope:

• Takes direction from Sr. Manager or Director of Operations and oversees Job Management Department

Knowledge & Skills:

• Demonstrated experience managing customer relationships in a complex, fast-paced environment including the demonstrated ability to directly communicate with customers; effective relationship management skills
• Demonstrated ability to manage others including scheduling, and quality assurance
• In-depth knowledge of warranties and warranty programs and procedures
• Good technical writing and presentation skills
• Excellent People skills/Leadership skills; develop, delegate, engage and performance management of a team
• Strong verbal and written communication skills - professional business acumen
• Strong working knowledge and use of MS Office - Excel, PowerPoint, Word and Outlook; and internet applications
• Effective analytical skills including ability to interpret information and make sound recommendations
• High level of attention to detail and effective problem solving skills
• Effective organizational and time management skills
• Must have the ability to work in a cross-functional capacity with internal and external teams
• Ability to multi-task and handle a fast paced environment
• Must present ability to be forward thinking and preparing for growth at all times
• Ability to apply strong work ethics and integrity on the job

Experience:

• 4+ years of experience
• 2+ years in a lead role

Education:

• HS Diploma or GED equivalent
• Associates or Bachelor's degree preferred

Physical Requirements/Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations

Pay Range:

• $56,500.00 - $81,140.00

Q ualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities. #ZRCA